Chief Operating Officer

PURPOSE OF THE ROLE

The Chief Operating Officer (COO) will support the Interim President & CEO by taking full responsibility for WTTC's day-to-day operational management, enabling the Interim President & CEO to focus on strategic leadership, global advocacy and high-level member and stakeholder engagement.

The COO will oversee WTTC's core operational and administrative functions, ensuring organisational excellence, strong cross-departmental coordination and high-performing teams. The role requires a highly experienced, internationally minded senior leader with extensive leadership experience and a strong global track record, ideally within Travel & Tourism, global experience companies, and international or membership-based organisations.

CONTEXT

Reporting directly to the Interim President & CEO, the COO will oversee Finance & Accounts, Marketing, HR, Legal and IT to ensure effective, efficient and well-coordinated operations across WTTC's Headquarters functions.

As WTTC prepares to establish its new Headquarters in Madrid - Spain, the COO will play a central role in ensuring the organisation is operationally ready for this transition. Once the new Headquarters is in place, the COO will lead and oversee the full establishment and ongoing operational effectiveness of the office.

The position requires a senior international executive with strong operational discipline, exceptional coordination capability and the ability to manage complex administrative structures in a fast-paced global environment.

KEY RESPONSIBILITIES

1. Operational Leadership and Coordination

• Lead the day-to-day operations of WTTC's administrative and support functions.
• Ensure departments operate with high standards of quality, consistency, timeliness and efficiency.
• Provide clear operational direction and oversight to functional directors.
• Maintain cohesion and alignment across Finance & Administration, IT, Marketing, HR, Legal and Communications teams.

2. Strategic Support to the Interim President & CEO

• Serve as the operational counterpart to the Interim President & CEO.
• Manage operational issues and workflow, enabling the Interim President & CEO to prioritise strategic and external-facing responsibilities.
• Provide the Interim President & CEO with operational dashboards, updates, insights and recommendations.
• Represent the Interim President & CEO in internal operational discussions where delegated.

3. Governance, Compliance and Internal Controls

• Strengthen processes, systems and governance frameworks.
• Ensure all departments comply with organisational policies, internal controls and best practice.
• Oversee preparation of operational materials for OpCo, ExCom and Board meetings.
• Ensure systems, documentation and workflows are robust, up-to-date and fit for purpose.

4. Team Leadership and Organisational Culture

• Lead and develop a team of senior functional directors.
• Establish clear expectations, accountability structures and performance standards.
• Promote a culture of professionalism, collaboration, transparency and operational discipline.
• Support the professional development and performance of all direct reports.

5. Reporting, Planning and Cross-Functional Coordination

• Oversee preparation and consolidation of operational, administrative and departmental reports.
• Ensure data submitted to the Interim President & CEO is complete, accurate and timely.
• Coordinate closely with functions reporting directly to the Interim President & CEO, including Research & Policy, Government & Advocacy, Membership, Destinations, Commercial and Events, to ensure operational alignment.
• Track delivery of organisational plans and follow up on key actions.

6. Process Improvement and Efficiency

• Identify operational gaps and opportunities for improvement.
• Oversee implementation of improved processes, tools and systems.
• Ensure procedures are clearly documented and regularly updated.
• Promote continuous improvement and operational excellence.

7. Internal Communication and Representation

• Act as the central liaison between HQ operational functions and the Interim President & CEO.
• Ensure timely and consistent communication across departments.
• Represent HQ operations in internal coordination meetings.
• Support the Interim President & CEO with special operational initiatives or organisational priorities as required.

KNOWLEDGE AND EXPERIENCE

• Extensive experience in the Travel & Tourism industry required.
• Background in a global experience company or multinational organisation required.
• Experience in an international, membership-based or not-for-profit context is desirable.
• Minimum 25 years of professional experience, including extensive senior leadership experience in operations and organisational management.
• Demonstrated international track record, with experience operating across multiple regions and complex global environments.
• Proven track record overseeing multiple operational and administrative functions at executive level.
• Strong governance, compliance and process management experience.
• Experience working with senior stakeholders, boards and external partners.
• Fluent English required; an additional European language is desirable.

SKILLS AND ATTRIBUTES

• Highly organised, structured and detail-oriented.
• Strong operational judgement and executive leadership presence.
• Pragmatic, solutions-focused and effective problem-solver.
• Calm under pressure and able to manage multiple priorities.
• Strong communicator with excellent interpersonal skills.
• High integrity, sound judgement and a collaborative leadership style.
• Comfortable operating in complex, global, multicultural environments.

CORE COMPETENCIES

• Executive-level leadership and decision-making
• Strategic and operational judgement
• Accountability and ownership of outcomes
• Governance awareness and risk management
• Cross-functional leadership and collaboration
• Ability to operate effectively in complex international environments
• Integrity, professionalism and credibility at Board and C-suite level